Customer Service Support Analyst

ROBERT J MARSHALL

Wheaton, Illinois ***** • 630-***-**** • ************@*****.*** • linkedin.com/in/robmarshall-630/

SUMMARY

Experienced professional with robust help desk and healthcare support experience. Proven ability in managing patient registrations, electronic records, and facilitating seamless onboarding processes. Adept at delivering exceptional customer service and accurate information while ensuring compliance with healthcare protocols. Committed to enhancing patient experiences and operational efficiency in dynamic environments.

SKILLS

Customer & Client Support: Client Support, Call Center Leadership, Hospitality Experience

Technical & Analytical: Microsoft Office, MS Excel, MS PowerPoint, MS Teams, JIRA, Visio, UX & UI Design

Process & Collaboration: Process Improvement, Requirements Gathering, Stakeholder Relationships

EXPERIENCE

SIGNIFY HEALTHCARE, Dallas, Texas

Client Support Business Analyst, 2023 - 2024

Generated regular data quality reports for over 130 client companies, ensuring accuracy and HIPAA/CMS compliance while upholding strict confidentiality standards.

Investigated and rectified faulty or obsolete data sources, preventing potential issues and ramifications, which enhanced data integrity and minimized client disruptions.

Resolved complex client investigations, ensuring resolution of issues and clear communication.

CATERPILLAR INTERNATIONAL, Prestige Staffing, Chicago, Illinois

Service Business Analyst, 2022 - 2023 (Contract)

Consulted with international service providers, representing over 13,000 independent businesses, to gather and process accurate maintenance data.

Coordinated with industry experts to develop an improved service management system, streamlining operations and enhancing service delivery akin to scheduling patient consultations.

Crafted and refined over 60 Jira stories to translate technical requirements for development teams, demonstrating strong stakeholder communication and attention to detail critical to managing patient inquiries and records.

UNITED HEALTHCARE, Healthcare Support Technologies, Maitland, Florida

Call Center Implementation Manager, 2021 - 2022 (Contract)

Directed enterprise level implementation project to streamline the investigation and documentation processes for the national Quality-of-Care Grievance team.

Created an intuitive interface using UX & UI design principles, reducing investigation documentation time by 300% and improving user satisfaction.

Collaborated with over 500 investigative and medical specialists to augment and streamline workflows.

Advised investigation teams on best practices and designed the UI design to improve system utilization.

AWANA CLUBS INTERNATIONAL, Streamwood, Illinois

Product Owner, 2018 – 2020

Groomed over 800 unfinished Agile entries into appropriate epics and stories, enhancing project clarity and team productivity.

Designed and directed development projects to improve website user experiences based on evolving market and organizational needs.

Translated feature requests and improvement ideas into prioritized user stories and project backlogs, effectively addressing the demands of 18 business teams.

ADVOCATE HEALTH CARE, Oak Brook, Illinois

Helpdesk Support/Implementation Specialist, 2009 - 2018

Supervised implementation of Enterprise Electronic Health Record systems for over 30 medical specialties.

Completed over 200 implementation projects, including UX design and UAT testing, using Visio and JIRA to ensure seamless transitions and user satisfaction.

Optimized best practices through needs analysis, application design, and training over 3,000 medical, office and technical staff.

Created extensive user and training documentation for over 30 specialties and all levels of medical staff.

Resurrection Healthcare, Des Plaines, Illinois

Applications Analyst/Trainer – Chicago based Healthcare Organization

Sequest Software Technologies, Lisle, Illinois

Application Implementation/Trainer – Electronic Medical Records Vendor

Operation Mobilization, Vienna, Austria

Communications and Public Relations – International Relief Organization

Paul Harvey Productions, Chicago, Illinois

Researcher and Feature Writer – Radio Newscaster and Commentator

EDUCATION

JOHN BROWN UNIVERSITY, Siloam Springs, Arkansas

B.S., Business Communications / Journalism

ILLINOIS INSTITUTE OF TECHNOLOGY, Chicago, Illinois

Certificate, Database Management

VOLUNTEER EXPERIENCE

Awana Ministry Leader – 14 years

Organized and led weekly church-based club for over 70 grade school children.

Summer Camp Cook – 5 years

Planned, organized and implemented the preparation of menus for a week of 200 campers.

Contact this candidate